handout touch

8/13/2019 Handout Touch

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Learning ook

Name:

HQ:

Division:



Touch is the first training program conducted for FSOs/BEs.This tender introduction brings the first confidence towards the

organization, its values and ethics.

Touch gives you a full clarity about your Roles and responsibilities in the

organization.

Touch offers you with the basic knowledge like critical scientific

information of the brands.

Touch also enables you with basic skills that you require for a confident

customer interface like..Self introduction to the Dr, Detailing, RCPA,POB

and reporting through G-Force.

At the end of ‘Touch’ you will be able to face your customer with

confidence and perform in your Headquarter in a smooth way.

Happy Learning

Your Trainers

Touch



Touch 3

Training Norms

Dear Colleagues,

Congratulations and welcome to Touch training program. The training norms

for Touch are as follows..

Training will start at 9:00am everyday

You are not allowed to go out of the venue without permission of

concerned Training Manager.

No food shall be served in the room, or else it will be charged.

Alcohol consumption is strictly prohibited in the training venue and during

the training program.

Smoking is not permitted in non smoking zone.

You should come to restaurant for the dinner in decent outfits.

You must prepare the detailing of first two Brands of visual aid before

attending first day’s session.

Your Trainers



Pharma Industry- An overview

One of the Oldest Industries.

Stable and steady.

More than thirty thousand companies in India and half million employees.

Shall exist as long as human race exists!

Leading Companies are…

Cipla

Ranbaxy

GSK

Abbott

Sun

GlenmarkMankind

4Touch



Business ProcessFactory

C&F Agent

Stockist

Primary Sales

Chemist

Sub

-

stockist

or

Semi whole

-

seller

Chemist

Chemist

Secondary Sales

5Touch



Our Customers

Doctor

Very important customerand key to a FSO’s Success

More than 1000 Doctorsin every territory withdifferent SPECIALITY

Only POTENTIAL doctors

selected to our Doctor list.Physicians: Treats

patients primarily with thehelp of medicines.

Doctors prescribemedicines and patientspurchase these medicines

from the medical shopDoctor Call: FSO visitsset of potential doctors(Listed Drs) in rightfrequency and promotes ourbrands to be prescribedregularly .

RPL/TPL/KOL/KBL

Chemist

Also known as ‘Retailer’ or ‘Medical Shop’ or ’Pharmacy’

Buys stocks from Stockistsor Semi whole-seller

Very important customer

Gives information to the

FSOInformation

Doctor’s prescription

Competitor brands

Personal info of docs

Most retailers honor prescription of specificdoctor/s

Retailers also give POB

Retail call: FSO visits aspecific retailer and:

Do RCPA (RetailChemist prescriptionaudit).

Take POB(Personalorder booking)

Stockist

Important customer as, hemakes our brands availablein market at the chemistlevel.

Buys stocks from the C&F.

Responsible for

maintaining inventory.Stockist for multiple

companies.

Takes Orders fromretailers, Semi whole-sellers, hospitals anddispensing doctors .

Owner or the keyperson is decision makerand gives the order.

Stockist Boys- Veryimportant person as hegives lots of vitalinformation about themarket.

6Touch



Roles of FSO at different levels of customers

C&F Agent Stockist

Chemist

Doctor

Gets primarybooking details aboutstockists

Coordinationregarding stock out orexpiry breakage etc.

Increasing stockist sales(secondary sales) is theprime responsibility

Regularly gives POB

Ensures sales on non-moving stocks

Takes and analyze stock

and sales statement

Stock availability

Gathers Information(RCPA)

Takes POB

Ensures movement

of non-moving stocks

Regular Visit

Proper Service

Rx Generation

Dr Conversion

Customerinvolvementactivities(CME/Camps/Patient educationinitiatives/Corporatesocial initiatives).

FSO

Vital Link 7Touch



Glenmark has 3 core business with a

>>turnover of over 5000 cr.

Glenmark has presence in over 80

countries of the world

Discovery

GGL

GPL



Overview

Glenmark is a well known brand in the Indian industry

Founded by Late Gracious Saldanha in 1977

It is a leading player in the Dermatology Segment

6 brands on the top 300 list of Indian Pharma Market (IPM).

Late Gracious Saldanha



Top 5 Brands

5 brands on the top 300

list

Telma, Telma-H, Candid,

Candid B, Ascoril , Alex

Vision

To emerge as Leading

integrated researchbased global

pharmaceutical

company

Values

Achievement

Respect

Knowledge

Mission

To be in top 15

companies of the

world by 2020

Tag line

A new way for a

new world



Glenn Saldanha

Chairman & MD

B Suresh Kumar

Vice President-

Chronic Care

Zoltan, Zoltan Care,

Healtheon,

Glenmark CV

Sujesh Vasudevan

Sr. Vice President

Head India formulations

& MENA region

GPL

International

Business

Vivek Verma

General Manager

Critica, Onkos,Instar , Nepal

Glenmark

Generic Ltd

Drugs

Discovery

Formulation

Business

Prashant Menon

General Manager

Gracewell, CosmoCare,

Gracewell Speciality

Akshay Mahapatra

General Manager

Majesta

Vikas Gupta

Vice President-

Integrace ,Respicare& GnG

Rajesh Kapur

Vice President-

Glenmark, Milieus

Glenmark Access

Swapneel Naidu

Vice PresidentGCC

K K Chandrashekhar

Head Sales & MarketingRespiratory

Gl k



Glenmark

Gracewell

Gracewell-Sp

Cosmocare

Majesta

Integrace

Respiratory

Respicare

Milieus

G&g

Healtheon

ZoltanZoltan Care

Critica

Onkos

Instar

Dermatology

Anti-infective

Diabetology

Institution

GynecologyIndia

Formulation

Respiratory

Orthopedics

Pediatrics

Glenmark Consumer Care

Oncology

Cardiology

Critical Care

ENT

Gastro

20

Divisions

Nepal

Glenmark Access

Glenmark CV



Drug Discovery is our PRIDE

R & D Centre(GPL) – Mahape, Navi Mumbai

R & D Centre (GPL-Specialty & Formulations) –

Sinnar, NasikR & D Centre (GGL) – Taloja, Navi Mumbai

Biopharmaceutical R & D Centre - Switzerland

Clinical Research Unit - Turbhe, Navi Mumbai

Clinical R & D Centre - Oxford, U.K.

2/3/2011 Glenmark Sales Training 14

Glenmark will be

introducing

Crofelemer in

HIV associated and

other acute infectious

diarrhea in nearly 140

countries including

India and is the sole

API supplier globally.

Glenmarkrecently out licensed

new molecule

GBR-500 to

Sanofi-Aventis ,used

for Crohn’s disease

& Multiple Sclerosis



Drug Discovery - Overview



2/3/2011 Glenmark Sales Training 16

13 New

Molecules

under

Development

7 in Clinical

trials

CFTR- Cystic Fribrosis transmembrane conductance regulator

PDE-4 -Phosphodiesterase-4is an enzyme responsible for various actions in body.

TRP : Transient receptor potential A-1 ()

VLA2- Alpha2-beta1 integrinTrkA - Tyrosine kinase receptor type 1

http://en.wikipedia.org/wiki/Phosphodiesterase-4_inhibitor









• Focus on Specialty and Pure generics drugs

• Leading player in drug discovery and strong presence in brandedgenerics across many emerging markets including India

• Fast-growing US Generic business and API exports to over 60

countries

• Sixteen manufacturing facilities in four countries

• GPL Plants-Nalagarh , Baddi, Nasik, Sikkim,

• GGL: Kurkumbh ,Mohol, Ankleshwar, Goa, Indore

• Offshore Plants: Brazil, Argentina, Czech Republic

• The other API plants at Kurkumbh and Mohol have local FDA

GMP approval.

• The facilities are approved by FDA(US), TPD (Canada), MCC

(South Africa), WHO-GMP, ANVISA(Brazil), MHRA(UK) etc

• Front ends in US, EU, India, Brazil, and other markets worldwide

Business Overview


http://slidepdf.com/reader/full/handout-touch 19/39In the category: Best Value Creator



Leaders who grew with the organization

Mr. A. Venkatramana

GM - Sales & Mktg. Gracewell

Mr. Krishna Kumar DGM - Sales

& Mktg G&G

Mr. B.Suresh Kumar

Cluster Head &VP

Healtheon, Zoltan & ZoltanCare

2/3/2011 23Glenmark Sales Training

Mr. K Narayan KuttyDGM - Sales & Mktg Critica

2/3/2011

Mr. Clayton D. GomezDGM - Sales Training

Mr. Gerald Kurshingal

Sr. Manager - Sales Training

Mr. T N Suresh

Head - Sales Training

Ms. Swarnalata Kotian

DGM-Sales & Marketing

Cosmo Care

Mr. Prashant Deshpande

Business Head, Critica



Have a Great Career ahead with

Glenmark

All the Very Best….

2/3/2011 25Glenmark Sales Training

You

You just joined in

Glenmark....Set your goal.. TODAY!!



26

What is Role??

Role is a set of expected behavior by an individual towards

achievement of a goal assigned to that individual in an organization.

Different positions have different roles.

Roles varies from organization to organizations.

People who play their roles properly becomes successful.

Understanding the role is very important to achieve success.

Roles & Responsibilities of FSO or BE

Touch

Customer Service Manager



Data Manager

Entering the daily/monthly reports in time

through G-Force.

Right RCPA

SSS submission in time.

Keeping all sales records in record book.

Market Reports.

Travel expenses

Sending Market feedbacks to line manager andPMT from time to time.

Strategy Implementer

Knowledge about the strategy.Detailing as per the detailing guideline

Distribution of input as per the allocation and

within the timeline.

Implementing all strategies like campaign,

inputs, conducting CME & Dr meet.

Ensuring the coverage and compliance as per

the company’s strategy( Dr call/Call

average/Coverage/missed call)

Roles of

FSO

Sales & Market developer

Achieving and surpassing Monthly/Quaterly

/yearly sales budget.(Primary/Secondary)

Proper customer selection.

Ensuring Product prospect matching.

Dr conversion & Rx generation

All Dr in the list should Rx our brand.

Rx er should Rx more number of brand.

Finding new potential market and new Dr

conversion

Booking orders from retailers consuming Drs

& institutionsLaunching and establishing new brands.

Customer Service Manager

Dr:

Meeting all Dr in right frequency as per

strategy.

Understanding customers’ need.

Good product knowledge and resolving query

in time.

Chemist:

Ensuring new product availability

Informing about the schemes.

Breakage expiry settlement.

Stockist:

Ensuring product availability and inventory and

timely paymentBreakage expiry settlement.

Upholding the image of Glenmark



Other accessories

Socks:

Black or colorshould match

with trousers.

Should be washed

every day. Use

antifungal powder

to avoid bad odor.

No rat holes. No

white socks.

Shoes: Good

quality formalshoes. Black or

brown colors.

Prefer slip-ons.

Should be

polished every

day. Avoid

casual/sportsshoes.

Tie: Printed or

Striped. Shouldmatch with the

dress. Knot should

be perfect

triangle. Should

touch the buckle

of the belt. Avoid

‘cartoon prints’.

Shirt: Formal ,Light

shades, Pin /Pencilstripe, small

checks. No large

stripe/Checks/Prin

ted shirt/No black

shirt. Should be

washed and

ironed.

Hair: Timely &

Proper Haircut,

Trousers :

Preferably Dark

shades(black/blue

/brown). Light

shades

like beige.

Belt:

Color should

match with shoes.

No flashy buckle.

Face: Daily shaving

or trimming. Use perfume or

deodorant. Mild

smell. Choose

Men’s product

Brush twice.

Beware of bad

breath. No

smoking before

Dr call.

Cut and clean

your nails fromtime to time.

Should fit will if

metal strap.

Watch should

not be flashy.

Use clean and

light colored

handkerchief.

Clean and take

care of your

working bag.

Grooming - Men

Hair Style : Should be

G iOther accessories



Dress: Salwaar

kameez or formal

Shirt/Trousers.

Preferably choosesmall prints or self

colors.

Avoid plunging

necklines,

sleeveless and

tight fitting

clothes.

Keep it simple and appropriate for the day’s

work. Wearing no makeup at all is almost as

bad as wearing too much makeup.

Shoes: You may

wear a pair with

smaller heels or a

flat pair. Stick with

a black/brown

pair. Be sure your

shoes are polished

and that your

heels are intact.

Do not wear

colorful sandals.

Do not wear

colorful/WHITE

sandals.

If you are carrying an additional bag,

preferably, carry a black or a brown one.

Wear stubs or small rings . Do not wear hoops

or dangling earrings.

You may wear either a bracelet or a bangle.

Avoid both together. No chunky bracelets or

too many bangles.

Hair Style : Should be

neat, conservative &

preferably off the face.

Hair coloring should not

be shocking or unusual.

Hair sprays with strong

scent or odor should be

avoided

Oral care. Brush twice. Beware of bad breath

Nails should be clean, trimmed or sculpted.

Avoid using unusual or shocking nail colors .

You may wear thin chains with small lockets.

Should wear a nice, conservative wristwatch

A subtle fragrance is pleasing to the senses

more than an overwhelming one.

Grooming -

Women

Other accessories

29Touch

f i l i

http://images.google.co.in/imgres?imgurl=http://3.bp.blogspot.com/_8xlq0QvkqQ8/Soes-UK07HI/AAAAAAAABb0/Jb6ZUo8iNV0/s400/french_manicure.jpg&imgrefurl=http://crazysexytechiecool.blogspot.com/2009/08/nail-designs-ghetto-or-fabulous.html&usg=__D9wMagwY0x54CrN4f47BunFPXn4=&h=266&w=400&sz=10&hl=en&start=109&um=1&tbnid=XG7S335Qmxdq9M:&tbnh=82&tbnw=124&prev=/images?q=fingernails+designs&ndsp=20&hl=en&safe=active&sa=N&start=100&um=1



Professional Etiquettes

In Dr

Chamber

Be on

time

In

Meeting

Cell

phone

Shake

hand

Table

manners

Say

‘Sorry’

Seek permission before you enter. Make sure that, there is no patients

inside. Introduce yourself and your seniors during joint field work..FSO:

Dr we are from Integrace a division of Glenmark …he is Mr Dattaraj my

Training Manager . Don’t speak loud inside waiting room. Don’t gossip.

Make sure that, you are always 5 mins early…. In Meeting, Training,

Joint field work

Don’t talk abruptly….raise your hand and wait for your turn..if you have

a point. Listen to others. Don’t interrupt while others are talking.

Maintain professional body language. Don’t slouch on chairs. Cell phone should always be in the silent/vibrate mode..be it

Meeting/Dr call/Chemist call. Don’t attend any phone call during

meeting/ Dr/chemist call.

Should be gentle and should last for only few seconds. Should not be

bone crusher. Shake hand with Dr only when She/He extends hand.

Take small quantity of food each time. Give chance to others. Don’t

waste food. Ensure your table is neat and clean.

Say SORRY if you sneeze, cough, and burp. Try to avoid making noise.



IntroductionGood Morning Dr…I am……..from Healtheon a division of Glenmark..A

new way for a new world

Opening

Sir I have just joined Glenmark and started working in this area. Sir…I

need your best wishes and support to grow in my career.

Permission for detailing: Please allow me to speak about company and

my brands.

Detailing &

Discussion Detail your brand with VA and LBLs

Closing

Rx Demand:

Considering the benefits of ………..( Brand name) in

( indication) I need your …………( Quantity) prescriptions per ………..

(Frequency)



Detailing is the most effective and chief mode of communication in pharma business.

Creates an Audio Visual effect.

Two types of detailing: Verbatim & Situational and short detailing

Text

Verbatim

Understanding of text

Pronunciation

Voice Modulation

PunchTone

Pause

Pointer & VA handling

Must

Simple pen(No Company gift)

Move gently on VA in ‘L’ way. Positioning of the VA is important

Body language

Start with a smile

Eye contact

Upright sitting positionOpen posture

Art of Detailing

Effective in busy hours

Brand Name

Punch-line

1/2 USPs

Short Detailing

3 Vital Steps of

Effective Detailing

Understand

Memorize

Practice… Practice… Practice…



Retailing

Chemist is very important customer who can make and break your business.

Source of all informationChemist first ……..then Dr call.

Relationship with chemist the key to success.

Activities that we do in the chemist counter like……

Relationship

Building

POB

Service

ProvidingRCPA



Relationship

Building

Chemist is a businessman.

He will give time only when he realizes that, we are there to help himgrow.

Start the call with a positive note.

Greet him/her

Call him by his name…..Vinod bhai

Meet him when he is free.



Ask if he has any issue..breakage, expiry, non-moving stock.

Inform him about the schemes and offers.

Inform about your new brand…..use VAF.

Write new brands in retailer’s ‘Short Book’.

Service

Providing



Retail Chemist Prescription Audit.

Chemist first then Dr call.

Relationship with chemist plays an important role here.

Survey: Keeps us updated on what is happening in the market.

oWhether the Dr, we meet has started contributing?

oWhether the Dr is still prescribing our brand?

oWhat are the molecules and brands the Dr is currently prescribing?

FSO: Which Dr’s Rx are you getting regularly? Step-1

FSO: Is Amaryl coming daily or weekly?Step-3

FSO: What are the brands of Glimepride Dr

Rammohan is prescribingStep-2

FSO: Is Dr Ramohan prescribing Glimulin also?Step-5

FSO: How many Rx ,are you getting daily?Step-4

Retailer: Dr Rammohan

Shroff

Retailer: Amaryl, Glimy,

Zoryl …….etc

Retailer: Daily

Retailer: 4-5 Rx daily

Retailer: Yes

FSO: Are you getting daily or weekly?Step-6 Retailer: Rarely

FSO: How many Rx of Glimulin are you getting in

a week?Step-7 Retailer: 1-2 Rxs

RCPA



Personal Order Booking.

Can add volume to secondary sales.

Attempt every time

Check the inventory &Cover all the productsUse VAF & order book

Try to increase the quantity however, accept the smallest order.

Use the ‘Two positive option’

Follow the steps

POB



FSO: Vinod bhai can I send 2 boxes of Glevo or 1 box will be alright for thisweek? ***(Two positive options)Step-1

FSO: Vinod bhai ….if you buy 2

boxes you can avail a gift..(name

of the gift) Use schemes here.

Step-2

Chemist: No…No…send only one

box

Chemist: Ok..send 2 boxes

Chemist: I don’t need any stock at

this moment..as I have enough

stock

FSO: Ok Vinod Bhai …let me take

an advance order then. I will

supply by next Monday.

Step-3

Chemist: Ok..Go ahead

If yes If No

FSO: Which stockist do you want

to get it supplied from?

(Use Order PAD)

The steps of taking POB



Stand in a corner.

Use your VAF.

Respect his time.

Ask only relevant questions.

Do’s

Do not ask more than 2 brands in busy hours.

Do not play around with the articles on his table.

Let him deal with his customers first.

Never communicate the schemes in front of patients.

Do not place you bag on table.

Don’t criticize Dr in front of chemist. Don’t make false commitments

No personal call on mobile Dont’s

handout touch

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